Cannot email employees

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  • Problem
  • Updated 3 months ago
We have been unable to email employees since the beginning of July. We can send invoices without issue, it is only with employees that we are having a problem. We sent payslips at least weekly until this point. We have tried everything suggested in the community. 
Is the only way to correct this clicking into "send forms" over and over, and if so... why? We have somewhere over 20,000 forms backlogged to send. If this issue has been around for years, why is there not a resolution on Reckon's part, rather than relying on Users troubleshooting a known issue? This is a temporary workaround, not an actual solution to a problem. We have literally spent full work days clicking "send forms." We have been unable to send our payment summaries (which is illegal), and unable to email payslips for almost two months now. We have been on the phone with Reckon countless times, and been told we will be called back almost as many times, then had zero followup. 
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MaryAnne Geygan

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  • frustrated and ignored

Posted 3 months ago

  • 1
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Kevin Russell, Accredited Partner

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If you can email invoices then there is nothing wrong witb Reckon. Let me ask, have you tried emailing payslips out of the test file? Have you tried emailing the payslips to yourself? Have you tried using a different payslip? What else have you tested?
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MaryAnne Geygan

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Hi Kevin, 
We have tried emailing out of a test file- no luck. We have tried emailing payslips to ourselves, changing email addresses and attempting to send, 2 different templates. I am not sure what to try at this point... another 500 times pushing "send forms" then ESC (as I've been directed to as the possible way to fix it- but with no proof anything is changing) this morning since I wrote my initial post, and still nothing.  
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Robyn Tyers

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Have you tried " Preferred send form Method" on each employees personal info page?I have indicated  Both and can email.  There is also the email option.
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MaryAnne Geygan

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Hi Robyn, 
Yes, we had everyone set to email initially and have tried changing them all over to "both" but no luck unfortunately. 
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Luke, Technical Support Team Leader

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Hi MaryAnne,

The problem you're encountering is actually a data corruption issue, it's not an issue within our software.

A particular payslip(s) has become corrupted at some stage and has then caused the emailing functionality for future payslips to show as blank in the "Send Forms" screen.

To fix the issue you will need to ensure the following is completed:

1.    Go to File > Send Forms.

2.    If you have other forms to sent (eg Invoices, Remittance Advices), send those forms OR delete them if you do not want to send them.

3.    Exit the Select Forms to Send window.  This will delete the first corrupt email.

4.    Create a flag file to use as an end-of-list marker in Send Forms to Email list:

        a.    Create a dummy employee with print method set to Email;

        b.    process one pay for a date later than the Payment Summaries;

        c.    Prepare a Payment Summary to email for the dummy employee;

        d.    When this email appears in the Send Forms to Email list you will know you have reached  the end of the list and that there are no more corrupt emails. 

5.    Go to send another email:  File > Send Forms > then click ESC.  The next corrupt email will be deleted.

6.  Go to Send Forms to Email again.  Can you see the email for the dummy employee? 

      a.    If Yes, all corrupt emails have been deleted;

      b.    If No, there are still more corrupt emails to delete.  Repeat Step 4 until the newly created email is visible.

6.    Repeat Step 5 as many times as needed until you see you see the email for your dummy employee.  You may need to repeat these steps as many times as the number of employees in your payment summaries list.

7.    Recreate all other employees’ Payment Summaries to Email and Send.  Delete your dummy employee’s pays and record.


Luke
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MaryAnne Geygan

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Hi Luke, 
This is exactly what we have been doing. So far we have done this several thousand times (somewhere between 4,000 and 5,000), and not had the fake one, or any others, show up. We had around 500 people in our payment summaries. 
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Luke, Technical Support Team Leader

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Hi MaryAnne,

I'm going to organise one of our technicians to contact you to investigate this further.

Luke
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MaryAnne Geygan

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Wonderful, thanks Luke! 
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MaryAnne Geygan

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Hi Luke,
We haven't gotten anyone contacting us yet. It has been 9 weeks since we were last able to send payslips  to our employees. 
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Kevin Russell, Accredited Partner

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Maryanne call me in 20

0407744914
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MaryAnne Geygan

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Update: Kevin kindly spent a considerable amount of his time running through potential causes with us: unfortunately, we still are having no luck.